Conversation Designer

• May 2022 - Present

Content Manager

• Sep 2020 - May 2022

Puzzel is the leading European Contact Centre as a Service (CCaaS) provider. Our award-winning Customer Service Platform consists of three fully integrated, cloud-based solutions, including an omni-channel and AI-enabled Contact Centre, advanced email and Ticketing and Workforce Management, which are easy to use, quick to set-up and scalable for contact centres of all sizes. Customers can also customise the platform with dozens of third-party integrations available through our Puzzel Marketplace. Puzzel was recognised as a Challenger in the 2019 Gartner Magic Quadrant report for Contact Centre as a Service in Western Europe and ranked in the top three European CCaaS providers for 2020 by Frost & Sullivan. Based in Norway, and with offices across Scandinavia, Europe, the UK and Asia, we work with more than 900 customers across 40 different countries, helping businesses to achieve success beyond voice, connected experiences and empowered employees. For more information, please visit www.puzzel.com. Show less

Online Journalist

• Aug 2019 - Jul 2020

One of three online journalists based overseas, reporting on national and international news for Australia’s biggest news site, covering crime, politics, sport, science, entertainment, travel, finance and technology Wrote daily news stories as well as original, long-form features, how-to articles and reviews Identified story opportunities, scanning wires, press releases and social media for interesting and newsworthy human interest stories, reactions and first-hand witness accounts Managed the news.com.au homepage, using analytics tools to curate high-performing news and feature verticals Edited and produced online content, applying snappy headlines and standfirsts, checking for spelling, grammar and style errors, sourcing relevant pictures, videos and embeds and applying SEO Worked in a fast-paced newsroom environment, often autonomously and across timezones Show less

Digital Journalist/Producer (Mobile)

• Jun 2017 - Jun 2019

One of five journalists on the ABC's specialist mobile and emerging platforms team, dedicated to planning, writing and optimising news content for the ABC News app, mobile site, chatbot, Apple News app and smart watchesWrote, produced and adapted content to suit mobile user habits and make full use of smartphone capabilitiesCollaborated with developers and designers to improve app and mobile user experiences, workshopping, testing and rolling out new functionsLed the ABC's push notification strategy, writing and sending breaking alerts across the ABC News app, chatbot and Apple NewsManaged the ABC’s innovative news chatbot on Facebook Messenger:- Designing onboarding/offboarding conversation flows, and customisation and navigation processes- Designing and writing interactive morning and afternoon news summaries- Sending breaking news alerts- Developing and maintaining the bot's unique voice- Planning, testing and launching new features/functions- Analysing data to identify changes in user habits/potential areas of improvement- Responding to user queriesCollaborated with Apple News to design bespoke templates for ABC content and organise coverage plans for major events, including the 2019 Australian Federal Election and the OscarsExperimented with emerging platforms to identify potential new ways to reach audiencesTrained ABC staff on best practices for mobile news, running workshops and keeping up-to-date on the latest trendsPitching, writing and producing news stories, features, quizzes and explainers for the ABC News website, with a focus on engaging mobile and app audiencesAnalysing data and making improvements based on trends Show less

Reporter and Co-coordinator of the Federal Election You Ask, We Answer project

• Apr 2019 - May 2019

Investigated and reported on questions sent in from readers across Australia during the 2019 federal electionAnalysed audience queries to identify trends, key election issues and gaps in coverageAssisted editors across television, radio and online to commission digital stories and manage roll-out

Digital Producer

• Sep 2014 - Jun 2017

Managed the abc.net.au/news homepage, using analytics tools to curate high-performing news and feature bulletins Pitched, wrote and produced original news stories, features and explainers for the ABC News desktop siteMonitored international wires and commissioned stories for productionManaged the ABC News Facebook, Twitter, YouTube and Instagram accounts, posting content, moderating comments, monitoring trending topics and searching for user-generated materialSub-edited and produced online content, applying headlines and standfirsts, checking for spelling, grammar and style errors, sourcing relevant pictures, videos and embeds and applying SEOCut and edited video for the ABC News website and YouTube channel Show less

Creative Developer

• Oct 2013 - Dec 2014

Designing, writing and subediting educational resources, including textbooks, activity sheets, lesson plans and interactive workshops, for literacy students in grades 2 to 12 Analysing student data and test scores to design personalised lesson plans for teachers Writing marketing material, including blog posts, brochures and PowerPoint presentations Designing, writing and subediting educational resources, including textbooks, activity sheets, lesson plans and interactive workshops, for literacy students in grades 2 to 12 Analysing student data and test scores to design personalised lesson plans for teachers Writing marketing material, including blog posts, brochures and PowerPoint presentations

Marketing & Media Administration Assistant

• Apr 2014 - Jul 2014

Writing media releases, corporate reports and monthly bios of volunteers for publication in the local Gold Coast Sun newspaper Designing, writing and scheduling social media content on Facebook, Twitter, Gumtree and LinkedIn Managing the company's weekly newsletter, including subscription lists Writing media releases, corporate reports and monthly bios of volunteers for publication in the local Gold Coast Sun newspaper Designing, writing and scheduling social media content on Facebook, Twitter, Gumtree and LinkedIn Managing the company's weekly newsletter, including subscription lists

Online Intern

• Jun 2014 - Jun 2014